CARD SERVICES MANAGER

Whitaker Bank Corp of Kentucky•Lexington, KY

About The Position

The Card Services Manager administers the daily operations of Whitaker Bank’s Card Services Department and assists customers by phone with questions and concerns. The role supports growth and quality service for VISA debit and credit card matters, including processing card orders, monitoring card activity, preparing reports, conducting quarterly certifications, and recommending improvements to the department’s budget and goals. The manager provides customer service, leads and supervises staff, and oversees call center activities, including training, scheduling, delegation, performance appraisals, and disciplinary actions. The position also requires compliance with Bank policies and applicable banking laws and regulations, including BSA responsibilities.

Requirements

High school diploma or GED, or one year of related experience and/or training, or an equivalent combination of education and experience.
Work-related experience should include a technical background in information resources or products; relevant education or training should be business- or financial-industry related.
Basic experience, knowledge, and training in merchant or bank card activities, terminology, products, and services.
Basic knowledge of related state and federal banking compliance regulations and Bank operational policies.
Basic computer terminal and personal computer skills, including host computer systems and word processing and spreadsheet software.
Basic typing skills sufficient to meet production needs.
Basic math skills, including calculating interest and account balances; performing arithmetic with whole numbers, fractions, and decimals; identifying routine mathematical errors; and counting currency, coins, and negotiable instruments promptly.
Effective verbal, written, and interpersonal communication skills, including the ability to train personnel, interpret documents and procedures, prepare reports and correspondence, and communicate clearly with customers and employees.
Ability to solve simple problems involving multiple facets and variables in standardized situations.
Good organizational and time-management skills.
Ability to work with general supervision.
Current Kentucky driver’s license and an appropriately insured vehicle if driving is required for assigned duties.

Responsibilities

Monitor debit and credit card activity using reports and computer terminals to verify batch orders and track trends, usage, and profitability.
Submit daily and monthly reports to Bank management and merchant networks, and conduct quarterly audits and certifications.
Handle customer issues, inquiries, and complaints involving lost, stolen, or fraudulent debit and credit cards.
Use the Bank’s internal computer terminal to process card account activity.
Assist in training staff on debit and credit card account activities.
Answer telephone calls and assist customers and other Bank personnel.
Prepare routine internal and external letters, reports, and forms.
Maintain required records, files, copies, and faxes.
Support staff development through effective communication and delegation, ensuring staff are trained.
Conduct personnel actions, including performance appraisals and disciplinary actions, and supervise daily call center activities, including assignment delegation, work scheduling, and training.
Act professionally and ethically, treat people respectfully, keep commitments, and uphold Bank values.
Adhere to EEO policy, respect cultural differences, promote diversity, and support a safe workplace free of harassment or mistreatment.
Ensure compliance with Bank policies, procedures, applicable state and federal banking laws and regulations, and position-specific BSA guidelines and responsibilities.
Complete administrative tasks correctly and on time and support the Bank’s goals and values.
Perform work safely and report potentially unsafe conditions.
Perform other position-specific duties and functions as assigned.